Tandem Bank
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Old-fashioned and unprofessional
I have been with this bank for a number of years and would have said they were a great modern bank and I actively recommended them to lots of people. Until I had to contact them. I recently moved house, every other bank this was extremely easy to change. Tandem, you need to phone them between the hours of 9-5 weekdays, not exactly the modern bank I had thought it was. Since this is impossible for me to do due to work I asked for this to be escalated to a complaint. Tandem offered me the option for the complaint correspondence to go to my home address... You know, the one I don't live at but cannot change with them. They sent this email after 5pm so if someone could stay late to email me they could have rang me to change my address. The conclusion of the complaint is that I need to contact them between 9-5 on a weekday, no discussion of a work around, the complaint was not addressed at all. They tell me this is to keep my account secure. Sending my personal details to the wrong address is obviously not a concern though. From this experience I've got the impression that there's just a few people working from home 9-5 who can't possibly work a little later to keep an account secure. They obviously do not have the security systems or number of personnel of the mainstream banks and seem inexperienced in handling customer service issues or complaints. And I really thought an online bank would be modern and not have outdated security systems or contact hours.